Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Lucille Harris

Florissant,MO

Summary

Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company. Talented professional with expertise in Trainer role. Dynamic public speaker known for meeting demanding training schedules and exceeding management expectations. Considered valuable asset to any team.

Overview

24
24
years of professional experience

Work History

Operational Trainer Community & State

United Healthcare
10.2021 - Current
  • Facilitate engaging training experiences within a classroom and virtual setting; Develop training goals, objectives, materials, and measurements that promote desired performance outcomes for the business partner; Maintain calendar, playbook and learning management system to track, trend and remediate learning outcomes throughout the duration of the class and for 90 days post class; Organize and deliver training appropriate to the adult learner; Establish effective working relationships with all levels of staff and management; Provide training expertise to various departments and peers; Perform other duties to support projects contributing to department goals; Partnering with design to implement training material.

Provider Services Claims Representative

United Healthcare Community & State
08.2010 - 10.2021
  • Review and research more complicated claims by navigating multiple computer systems and platforms; Capture accurately pricing, prior authorizations, applicable benefits, coding, and other information; Update claim information based on research and communication from provider; Complete necessary adjustments to claims and ensures the proper benefits are applied; Communicate extensively with providers regarding adjustments to solve claim errors/issues, using clear, simple language to ensure understanding.

Customer Service Representative Employer & Individ

UnitedHealthcare
09.2007 - 08.2010
  • Provide an exceptional customer service experience when responding to and resolving customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence; Research complex issues (such as Medical, Dental, Flex Spending, Pharmacy, etc.) across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues; Own issue through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member; Translate healthcare-related terms or terminology and complex processes into simple, step-by-step instructions which members can understand; Educate the caller on the benefits of a primary care physician and help to ensure/educate that all preventive screenings have been completed; Intervene with care providers (doctor's offices) on behalf of the member to assist with appointment scheduling or other matters when needed.

Customer Care Representative

Wells Fargo Mortgage
Milwaukee, WI
10.2006 - 08.2007
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.

Customer Service Associate

Washington Mutual
Milwaukee, WI
08.2005 - 10.2006
  • Provided information about products and services available to customers.
  • Demonstrated active listening skills when responding to customer questions and complaints.
  • Suggested product solutions based on individual customer needs.
  • Answered phone calls from customers promptly and courteously.

Substance Abuse Counselor

Cornell Companies
E. St. Louis, IL
11.2003 - 05.2005
  • Assessed clients to determine individual needs and developed treatment plans accordingly.
  • Facilitated psycho-educational groups on topics such as relapse prevention, anger management, and communication skills.
  • Conducted assessments of client's mental health status and substance use history.
  • Developed aftercare plans for clients transitioning out of treatment programs.
  • Educated clients about available community resources for continued recovery support.
  • Referred clients to appropriate outside agencies when necessary.

Hotel Front Desk Agent

Casino Queen Hotel & Casino
East St Louis, IL
04.2000 - 11.2003
  • Greeted guests upon arrival, answered questions and provided information about the hotel.
  • Assigned rooms to guests based on availability and preferences.
  • Processed payments for room charges, incidentals, taxes and other fees.
  • Kept records of guest interactions, comments or complaints in order to improve service quality.
  • Maintained an inventory of available rooms, rates and amenities.

Education

Associate of Arts, Human Services -

Southwestern Illinois College

High School Diploma -

Belleville Township High School East

Skills

  • Knowledge of office practices, composition, grammar, spelling, punctuation, and basic mathematic
  • Knowledge of alpha-numeric sequencing, office practices, procedures and programs, grammar, spelling and punctuation
  • Ability to follow oral and/or written instructions, operate commonly used manual and automated office equipment and perform routine maintenance
  • Knowledge of the logic of computer language/programs, Word, Excel, Outlook, and familiarity with the Internet

Timeline

Operational Trainer Community & State

United Healthcare
10.2021 - Current

Provider Services Claims Representative

United Healthcare Community & State
08.2010 - 10.2021

Customer Service Representative Employer & Individ

UnitedHealthcare
09.2007 - 08.2010

Customer Care Representative

Wells Fargo Mortgage
10.2006 - 08.2007

Customer Service Associate

Washington Mutual
08.2005 - 10.2006

Substance Abuse Counselor

Cornell Companies
11.2003 - 05.2005

Hotel Front Desk Agent

Casino Queen Hotel & Casino
04.2000 - 11.2003

Associate of Arts, Human Services -

Southwestern Illinois College

High School Diploma -

Belleville Township High School East

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Lucille Harris